What are the responsibilities and job description for the Customer Experience Self Service Specialist position at Generac?
We are Generac, a leading energy technology company committed to powering a smarter world.
Over the 60 plus years of Generac’s history, we’ve been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries.
The Customer Experience Self Service Specialist is responsible for helping drive Generac’s Self-Service content creation efforts for all Generac support product categories, including but not limited to Home Standby Generator, Portable Generator, Clean Energy & Connected Products. As online self-service tools are increasingly important in building and maintaining excellence in customer satisfaction, this individual will focus on delivering appropriate content across Generac’s various communication platforms.
This individual will also be responsible for collaborating with internal subject matter experts. This collaboration will be used to ensure helpfulness and accuracy in the creation of self-help knowledge base content as well as in responding to questions of a technical nature on social media and public facing web platforms
MINIMUM QUALIFICATIONS:
While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion, the incumbent may be required to stoop, bend, or reach above the shoulders. The employee must occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision, and the ability to adjust focus. Occasional travel.
Physical Demands: While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend or reach above the shoulders. The employee must occasionally lift up to 25 - 50 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus. Occasional travel.
“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.”
Over the 60 plus years of Generac’s history, we’ve been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries.
The Customer Experience Self Service Specialist is responsible for helping drive Generac’s Self-Service content creation efforts for all Generac support product categories, including but not limited to Home Standby Generator, Portable Generator, Clean Energy & Connected Products. As online self-service tools are increasingly important in building and maintaining excellence in customer satisfaction, this individual will focus on delivering appropriate content across Generac’s various communication platforms.
This individual will also be responsible for collaborating with internal subject matter experts. This collaboration will be used to ensure helpfulness and accuracy in the creation of self-help knowledge base content as well as in responding to questions of a technical nature on social media and public facing web platforms
MINIMUM QUALIFICATIONS:
- Associates Degree in the field of technical writing or equivalent experience
- Prior work with General Support content related writing
- 2 years related experience within a customer support, marketing, or e-commerce environment
- Bachelor's Degree in related field
- Prior experience with e-commerce and social media management platforms like Bazaarvoice or Sprout Social
- Experience with knowledgebase and analytics
- Experience working with version-controlled tools for creating written content
- Prior experience with Salesforce Lightning Knowledge
- Drive content availability and respond to technical questions on social media and public facing web platforms to ensure relevant support for all Generac supported product categories.
- Create original content for Help centers (Knowledgebase), websites, forums, and blogs based on the requirements of the organization.
- Maintain, review, and update existing self-service content with cross cooperation of Subject Matter Experts from various product areas.
- Evaluate situations objectively and demonstrate the ability to make decisions that are intended to have a positive impact on customer satisfaction, work volumes and the overall business.
- Monitor and track pertinent customer data and analytics to improve product development plans and aid in self-help efforts.
- Independently identify content opportunities from customer interactions
- Deliver on pertinent SLAs and metrics regularly
- Deep knowledge in understanding what engages and motivates users both technical and non-technical users
- Demonstrated problem-solving ability, including the ability to identify creative and effective solutions and the ability to ask the right questions, help frame logical solutions
- Ability to create new content, rewrite existing content, edit, and proofread content, generate unique ideas for self help web content
- Ability to follow content creation best practices and policies
- Excellent verbal and written communication
- Effective time management skills with the ability to handle shifting workloads and priorities
- Advanced computer proficiency
While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion, the incumbent may be required to stoop, bend, or reach above the shoulders. The employee must occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision, and the ability to adjust focus. Occasional travel.
Physical Demands: While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend or reach above the shoulders. The employee must occasionally lift up to 25 - 50 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus. Occasional travel.
“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.”
